There is a developing current of debate in today's sale of insurance products that due to economic constraints and market dynamics, the buyers of insurance are now focused solely on price—and that customer service is a thing of the past.
What difference does a comprehensive understanding and the ability to explain the coverage grants make, anyway? What is the impact of effective underwriting discipline, responsiveness, claim services, risk management and loss control, and the unique differentiating qualities of an agent, broker or company, when insurance consumers can save 10 to 20 percent on their renewal quotes? Has the marketplace truly defaulted to a price-only consideration? Is customer service dead as an influencer at the point of sale?
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